Liebherr Home Appliances Great Britain  Omdömen 

Brand new Liebherr fridge freezer. Fails to reach the temperature set. Numerous useless functions but cannot provide most basic: keeping food at the set temperature.

The non-Liebherr engineer sent by Liebherr diagnosed the fault: condenser cooling fan running too slowly.

Liebherr deny previous knowledge of the fault. Wholly unbelievable: if a non-Liebherr engineer can diagnose it in a short visit, the manufacturer should be aware of it and not sell an appliance with that fault.

Replacement circuit board needed: out of stock for up to 28 days.

A brand new, expensive item which does not perform its most basic function and the manufacturer cannot / will not rectify the problem.

Disingenuous customer “service”.

We should have bought a cheap alternative.

A week ago I took delivery of a Liebherr integrated freezer required to replace another brand appliance that had failed after 12 years.

Having eventually fitted it into the cabinet our observations are:

1. Liebherr charge top prices and therefore should provide top quality materials and high quality fitting instructions for integrated freezers. The instructions provided both in print with the product, and on the Liebherr website are terrible. We have cheap Chinese products that provide better instructions than these ones.

2. The installation instructions included with the freezer were generic and largely useless for the model supplied. The English pages have only pictures, and they are very unclear in every imaginable way. After spending time on their UK website I found different and marginally better instructions, but still with poor technical drawings and sloppy translation into English.

3. The instructions only work for laid-on cabinet doors. There is no warning for this and no alternative instructions for inlaid doors, so the fitter wasted time (and my money) in recalculating positions for all the fixings. If there were any customer service ethos at Liebherr they would provide installation videos for each model/hinge type.

4. We called for assistance from Liebherr's technical dept only to be told we needed to send an email and they would get back to us in a few days. My fitter was as unimpressed as we were by this stage.

5. The trims/hinges and fixings are cheap plastic and look unlikely to last long. There were only 2 sliding hinges supplied for a full height unit (178cm), which means the cabinet door bowed out slightly at the centre, so we had to re-use one of the old hinges. The Liebherr hinges have no screw covers. There are no rear adjustable feet which means that, without inserting chocks to level the back, the freezer leans back by 8mm because it is not level, even though my cabinet is perfectly level. My old Electrolux had sturdy metal fixings and adjustable feet and it cost less than half the Liebherr. Liebherr could reasonably be confused with Beko or Hisense at this point.

6. I seriously considered returning the appliance on the grounds that the instructions and fixings were not fit for purpose. I was only deterred because the fitter was already here and because I had a freezer full of defrosting food that would go to waste with any further delay.

7. After the freezer was installed I emailed Liebherr Customer Service to complain about the experience. It is 5 days later and I have heard nothing from them.

In summary, I would never buy another Liebherr appliance, and if this review can help one person avoid my experience then it was worth taking the time to write it.

On the one hand we were disappointed that after just 3 years our Liebherr fridge/freezer proved to have a non repairable flaw. On the other hand contacting Liebherr Services once this flaw had been confirmed by an approved repairer proved to be a more positive experience than we had expected. Although the warranty was out of date once the flaw was confirmed, on 12/8/2022, there was an immediate assurance from Liebherr that they would replace the appliance and provide a two year warranty. The replacement fridge even arrived a day earlier than expected, 18th August, and the delivery team from Panther was very helpful. So far everything is working well and the appliance is even quieter than the previous one.

I started to live in my late aunt's home when she passed away, at first I was delighted with her Liebherr Fridge Freezer, then the condenser packed up so I contacted Liebherr Home Appliances GB only to be told a new condenser would cost more than a replacement Liebherr model.

I was told that John Lewis had some deals where an £800 Fridge Freezer could be bought for £499. So I asked the lady, how long will a new one last because the last fridge I had (before my Aunt's Liebherr) lasted over 10 years and I sold it on Gumtree still working, but her Liebherr lasted around 4 years.

She said that they expect at least 8 years and will part fund repairs after the warranty has expired. This seemed fair enough, so I went out and bought the £499 discounted Liebherr model from John Lewis.
On the side the Liebherr has an eco label, saying it is very economical at 269kWh per annum. I actually think it is better to look at kWh because the AAAAAAAAA* ratings which have now been scrapped by EU are based on volume and so on. When what matters is how much you pay.

Within about 6 months of buying this new fridge I noticed my electricity costs were high, so I bought a meter from eBay and started testing devices. When I got to the Liebherr Fridge Freezer I found the culprit. It was using around 1.4kWh a day which is 511kWh a year, nowhere near the promised 269kWh.

So I rang Liebherr and spoke to a very nice lady who told me that they "are only a guide" I said I don't think so!

She then tried the "blame the victim" approach, she asked how full was it and then asked how empty it was as it uses more energy when empty, I said well it starts off nearly full when I buy food and it then gets empty when food is consumed.

She was not able to offer any suggestions on how to improve efficiency and had the gaul to say, current models are more efficient, on that note we parted.

Since then I have tried every variation of settings in the fridge/freezer, recording the usage, the 1.4kWh I quoted above was the CHEAPEST IT COULD DO. So with Electricity around 40p per kWh unit charge it is costing me £204 a year when it should be £107, so £970 extra over a ten year life.

Then I looked on AO website where they had 22 Liebherr models from £489 to around £1800

The cheapest one says it uses 241kWh and the most economical in my form factor says it used 197kWh BUT WHY WOULD WE BELIEVE THESE NUMBERS.

Or should be assume they use double?

Then I remembered that at the time I brought this Liebherr Fridge Freezer they it said you could buy these things to fill in shelves or draws to reduce energy costs.

I found an energy-saving panel on their website, but not only is it not for Fridge as previously suggested but it seems this is just a block to go in the Freezer and based on images it blocks off the whole freeze and it only saves UP TO 30%, buyers should ignore this device as we know the energy ratings quoted are fictional.

To top it all, it does not work with my model.

Another thing that Liebherr do not do is make a fridge/freezer that is mostly freezer, with a small fridge on top.

To confuse matters Liebherr make a 60/40 fridge freezer which is 60Fridge at Top / 40Freezer at Bottom but their 70/30 one is 30Freezer at Top and 70Fridge at bottom

What they need to do is a Fridge Freezer that is 40Fridge at Top with 60Freezer at bottom or even a 30Fridge at Top with 70Freezer at bottom

Most importantly I think that Liebherr make all kinds of promises PRE-Sale but once you are AFTER-Sale they offer no help at all.

I would have thought they would have some energy saving advice to make the fridge freezer use the energy it says it will use on the label.

For all I know this publishing of fake energy usage promises may be endemic like it was with the car manufacturers who faked diesel consumption.

I have had two of these now, my next fridge freezer will NOT be a Liebherr!

This is the first time I have used Liebherr to have any work done. The fridge freezer had a fault details: GQ033 error code A new board was ordered and arrived a few days later the response from Liebherr is as follows (We are very sorry that you are experiencing a service issue with your Liebherr appliance. We have, therefore, allocated the work to a Liebherr trained and authorized service partner, who should contact you within 24 hours (Monday to Friday) to agree a mutually convenient appointment for repair.) Because of a mix up in the system no one contacted me so e mail to Liebherr response (Sorry that you have not heard anything from the engineer. I have emailed them today and asked them to call you as soon as possible.) this request was sent to the wrong company Electrical Logistics who have the worst reviews of 2.5 out of 5 they should have come between 0800 and 1800 never turned up no surprise.
emailed Liebherr customer services and this morning had a phone call apologizing regarding the situation they don't understand why the repair went to Electrical Logistics arranged for a reputable company to contact me and arrange for the part to be fitted and offered me an an additional 3 years guarantee on top of your standard 2 year guarantee, in recognition of your patience whilst they resolve this issue for me.
So a good result in the end which you would expect from a good company like Liebgherr,

Thank you to the Lady that helped me find my parts for our 12 year old fridge freezer. From finding parts on one call to delivery took less then 24 hours. AMAZING service.

Excellent customer service and a speedy repair by their engineer - many thanks.

I could not find the bits I wanted online, so rang the company up, Honestly they could not have been more helpful, helped me sort the right bits, and they arrived the following day - so nice to have my phone call answered quickly and efficiently

Dreadful customer service after years of problems with a fridge. It's cost a fortune to replace door seals and now the pump has failed. £750 to replace! Customer service guy was dismissive and seemed to think the overall cost of ownership (£2000+) was acceptable. I've given up on Liebherr(Miele) products now.

I phoned them about a shelf for my fridge, gave them all the numbers they need and the kid on the phone tell’s me that is to old and there are no more part’s for it. Well it’s fitted in a kitchen that was newly fitted in 2020, he says it was stopped being made in 1991, what a T””T there is no way that could be weight. Clown
NO just because a kitchen was fitted in 2020 the fridge may well be older. BUT not 29 years older that's just ridiculous!!!! OH! and you should STOP
saying MATE! to you customers very annoying.

The lovely gentleman who came was called John! He knew what the problem was immediately and rectified it. I am so happy with the service!

I often phone lots of Companies throughout the UK and the world so i get used to the monotone greetings and rush rush approach of what i sometimes describe as overly unhelpful customer service personnel and call handlers......happily in this case when i telephoned Liebherr i was very fortunate to have my call taken by Ms Candice Ladbury , who went above and beyond her call of duty to assist me . I was very impressed by the quality of her information, her telephone manner, and her overall knowledge . Industry could do well by taking a leaf out of Ms Ladburys book. She exemplified everything good about her role and her commitment to great customer service should be applauded..Thank you Ms Ladbury, you represent Liebherr superbly and are a credit to the company.Kind regards JML

Lionel Valentine provided excellent and extremely prompt customer service following a substandard repair to our fridge/freezer. After a quick phone call and exchange of photographs Lionel arranged the order of a completely new door from the factory. We are extremely satisfied with this solution and amazed at the speed with which it was dealt with. Bravo !

We had what turned out to be a minor problem with our fridge freezer,
I contacted Liebherr who replied to my email the next day and solved it with a bit of advice excellent service!.

Seriously - this level of service is so rare these days....
thank you so much Lionel Valentine, you were:
- efficient
- friendly
- stuck with the issue
- were really clear with instructions
- took ownership
- agreed follow up if I still had an issue

Very impressed. Thank you.

Susie

Customer services responded to my emails within hours. They ordered me a replacement which part expected 10-12 working days so mid June. It came 3 working days after ordering.
Fantastic service.

Recently moved into a flat and freezer wouldn't work. Struggled to find details of make/model but after googling worked out it was a Liebherr. Called customer service they told me it was last made in 1999 (!!!) so little information on it but managed to find a manual and I can finally turn it on. Very impressed.

Excellent service
Money returned for two parts not required and part delivered in three days

Amazing, speedy and efficient service for the customer service team providing troubleshooting advice.

Thanks for providing such a great service

A helpful and quick answer to a technical question (required to help calculate power requirements for installing an emergency backup supply.